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Guidelines for Managing Workgroup Queues

Using Oracle Contact On Demand Administration Manager and Oracle Contact On Demand Supervision Manager, you can monitor chat interactions in workgroup queues and see the real-time status of chat interactions, which allows you to adjust the workflow management and improve response time. Guidelines for administrators and supervisors who are responsible for managing workgroup queues are described in this topic.

Guidelines for Administrators

It is recommended that administrators follow these guidelines:

1. Decide what criteria to use to route inbound chat requests to appropriate workgroup queues, and set up the underlying mechanisms to support the criteria.
   • Assign skills to workgroups, and attach weights to skills within workgroups appropriately.
   • Define an appropriate routing association for each workgroup.
   • Define appropriate workgroup overflow conditions for each workgroup.
   • Define an appropriate workgroup service level for each workgroup.

     For more information, review the following:

   • Setting Up Skills in Oracle Contact On Demand Administration Manager
   • Setting Up Workgroups in Oracle Contact On Demand Administration Manager
2. Review workgroup queue utilization and activity on a regular basis.

   If workgroup queues are adequately utilized but not overburdened, no further action is required. However, if workgroup queues are overflowing, then do one or more of the following:

   • Consider creating further workgroup queues (for example, overflow workgroups) or modifying existing ones.
   • Reassign available agents to handle interactions in the high-traffic workgroup queues.
   • Reassign interactions from the overloaded workgroup queues to less-loaded queues.

     For more information, review the following:

   • Adding Agents to the Communications Configuration for Siebel Chat
   • Transferring Siebel Chat Interactions to Others
   • Setting Up Workgroups in Oracle Contact On Demand Administration Manager
3. Set up and run reports that provide concrete performance statistics about workgroup queues.

Related Topic

About Running Reports with Oracle Contact On Demand

Guidelines for Supervisors

It is recommended that supervisors follow these guidelines:

1. Make sure that appropriate project and workgroup views are defined in Oracle Contact On Demand Supervision Manager to monitor and review workgroup queues and project activity.
2. Make sure that appropriate alarms are set up in Oracle Contact On Demand Supervision Manager to monitor and review chat interaction and workgroup activity.
3. Review workgroup queue performance on a regular basis.

   If there are many workgroup queues where the service levels have been breached and that appear to be overloaded, then do one or more of the following:

   • Bring this to the attention of the administrator.
   • Reassign available agents to handle interactions in the high-traffic workgroup queues. Supervisors can only do this if they have administrative rights.
   • Reassign interactions from the overloaded workgroup queues to less-loaded workgroup queues. Supervisors can only do this if they belong to the workgroup in question.

     For more information, review the following:

   • Adding Agents to the Communications Configuration for Siebel Chat
   • Transferring Siebel Chat Interactions to Others
   • Setting Up Workgroups in Oracle Contact On Demand Administration Manager
4. Review reports that provide concrete performance statistics about workgroup queues.

Related Topics

About Setting Up Views in Oracle Contact On Demand Supervision Manager

About Setting Up Alarms in Oracle Contact On Demand Supervision Manager

About Running Reports with Oracle Contact On Demand